We finally finished last Friday, and so far everything is working very well (with the exception of an ongoing problem apparently caused by a partner this morning). Everything is working and groovy, and we now have premium content such as Arrested Development available on our partner's web pages. There were some snags but overall it went really well.
For fear of the mighty search engines finding me, I'm still not going to name names, but overall it's been a great experience. Things definitely didn't end up the way I thought they would, but I think everyone got a lot out of the project, and we are all really really happy that it's finally over.
Wednesday, October 31, 2007
Thursday, October 18, 2007
Laying low
Just waiting to move from one project to the next. To break the ennui, I've started experimenting with a less resource-intensive alternative to Azureus. I finally settled on rtorrent - it's a really neat ncurses-based torrent client, has a very small memory footprint (less than 50M when it's cranking, and that's including shared libs), and can be conveniently run in a screen session (making it easy to check from anywhere). Furthermore it can be almost entirely event-driven so it's really easy to write hooks however you like. As an example, it's easy to define hot-drop folders for torrents, and when a torrent is deleted the program stops dl'ing / seeding. Very very cool.
So, Azureus has a few features that I really need - mainly SafePeer and RSSFeed. To replace SafePeer I've installed MoBlock - it's an extremely lightweight PeerGuardian-esque tool that works as a set of iptables queuing rules. So far it's been working out well for me, the only drawback is that I haven't found a good place to automatically check for updates to the p2p file, but I expect to have that sorted soon.
So, all that was left was RSSFeed. And, believe it or not, nobody seems to have written this yet. There is a Perl GTK client for this, but the whole point is to be light and (preferably) gui-free. And, oddly enough, nobody seems to have written a text-based client for this - what I wanted was something that could be daemonized, because further down the line I would like to have this all as part of the startup scripts for my home server.
I was able to find this script on the Interweb, and I've heavily bastardized it to fit my own needs. At some point I will probably re-write the whole thing entirely (since it now bears little resemblance to the original script), and then maybe release it into the wild. Let me know if you're interested in trying it out (it's still Perl, so theoretically it should work on a Windows box, although I don't know how useful anyone else would find it). It's definitely been a fun little project to work on.
So, Azureus has a few features that I really need - mainly SafePeer and RSSFeed. To replace SafePeer I've installed MoBlock - it's an extremely lightweight PeerGuardian-esque tool that works as a set of iptables queuing rules. So far it's been working out well for me, the only drawback is that I haven't found a good place to automatically check for updates to the p2p file, but I expect to have that sorted soon.
So, all that was left was RSSFeed. And, believe it or not, nobody seems to have written this yet. There is a Perl GTK client for this, but the whole point is to be light and (preferably) gui-free. And, oddly enough, nobody seems to have written a text-based client for this - what I wanted was something that could be daemonized, because further down the line I would like to have this all as part of the startup scripts for my home server.
I was able to find this script on the Interweb, and I've heavily bastardized it to fit my own needs. At some point I will probably re-write the whole thing entirely (since it now bears little resemblance to the original script), and then maybe release it into the wild. Let me know if you're interested in trying it out (it's still Perl, so theoretically it should work on a Windows box, although I don't know how useful anyone else would find it). It's definitely been a fun little project to work on.
Tuesday, October 09, 2007
WTF mate?
OK, so I've gotten a taste of the new 720p rips of shows that are now out there. Oo-la-la, they look nice. Unfortunately, the G4 Mac Mini just doesn't have anywhere near the horsepower required to play them, so I've got to look into getting a new Mac Mini. I took a quick look at the Apple TV, which I could hack to get it to do what I want, but really we're talking 300 dollars for a medium-power Apple TV plus a lot of hacking around (and voiding the warranty) vs 700 dollars for a full-power Mac Mini and a lot less hacking around. I'll probably go with the more expensive and easier option.
While I was shopping around, it occurred to me "hey waitaminute! I have a badass XBox 360 - surely it can handle some hi-def content?!?" But alas, the Xbox 360 suffers from being completely crippled, and it can't really handle much in terms of video out of the box. You can, however, connect it to your PC running Vista or Windows MCE, which will transcode your video from the Windows PC to the XBox on the fly and stream it. I suppose that just being able to mount a share on your PC and watch it over the network is so, like, 2003. No, it's way cooler to transcode my media into another codec and stream it - after all, why just saturate the network when you can saturate the network _and_ spike the CPU load on your desktop? I think Microsoft has become a lot less evil over the years, but stuff like that just completely chaps my ass.
In other news, Switzerland was awesome. It was great to see Fabienne and I felt particularly honored to be invited. I made an ass of myself more than once but overall it was cool. We brought home lots of chocolate and duty-free booze, which we later discovered was actually more expensive than just getting it in the states. Live and learn.
Work is nuts, I have a good idea of what I'll be working on next but I don't wanna jinx it. More on that later.
--Nate
While I was shopping around, it occurred to me "hey waitaminute! I have a badass XBox 360 - surely it can handle some hi-def content?!?" But alas, the Xbox 360 suffers from being completely crippled, and it can't really handle much in terms of video out of the box. You can, however, connect it to your PC running Vista or Windows MCE, which will transcode your video from the Windows PC to the XBox on the fly and stream it. I suppose that just being able to mount a share on your PC and watch it over the network is so, like, 2003. No, it's way cooler to transcode my media into another codec and stream it - after all, why just saturate the network when you can saturate the network _and_ spike the CPU load on your desktop? I think Microsoft has become a lot less evil over the years, but stuff like that just completely chaps my ass.
In other news, Switzerland was awesome. It was great to see Fabienne and I felt particularly honored to be invited. I made an ass of myself more than once but overall it was cool. We brought home lots of chocolate and duty-free booze, which we later discovered was actually more expensive than just getting it in the states. Live and learn.
Work is nuts, I have a good idea of what I'll be working on next but I don't wanna jinx it. More on that later.
--Nate
Tuesday, October 02, 2007
Travel plans
We've been trying to work out travel plans for a little while and I think we're finally set. We're heading to Zurich this weekend for Fabienne's wedding - it's just a quick trip, leaving Thursday evening and coming back on Monday afternoon. Still, I'm looking forward to the wedding, and at least there should be good chocolate. Too bad the dollar is doing so poorly now, since it means I'll be paying a lot more this time around than the last.
We've been debating what to do for Thanksgiving - last year we went to Aruba, and we've decided to follow in that same vein this year - having two free days and employers that will generally give you a freebie day or two for TG is just too good an opportunity for vacation to pass up.
So, this year, we're heading to Grand Turk island in the Turks and Caicos - the island is 6 square miles and it's reputed to have fantastic diving (and not much else). It's also considerably less expensive than we initially thought it would be - overall it's probably gonna run about three grand for a week of diving and beach solitude, which is about standard for a week-long vacation these days. We wanted to drag Sam and Matt with us, but they're trying to save up for an apartment so they'll probably be responsible and stay in NYC. Claudia is jumping up and down in anticipation and I'm getting pretty excited, too.
For Christmas / New Year's we'll be in Brazil - it's been at least two years since we were there for the holidays and we're definitely due to spend them with her family (I can't for the life of me remember what we did last Xmas - I think we stayed in NYC but it's all blurry - hey, I suppose I can check my blog later and find out!). We'll be in Rio / SP for Xmas, then head up to Joao Pessoa for the New Years - another break of nothing but beach and beer - man, life is good!
--Nate
We've been debating what to do for Thanksgiving - last year we went to Aruba, and we've decided to follow in that same vein this year - having two free days and employers that will generally give you a freebie day or two for TG is just too good an opportunity for vacation to pass up.
So, this year, we're heading to Grand Turk island in the Turks and Caicos - the island is 6 square miles and it's reputed to have fantastic diving (and not much else). It's also considerably less expensive than we initially thought it would be - overall it's probably gonna run about three grand for a week of diving and beach solitude, which is about standard for a week-long vacation these days. We wanted to drag Sam and Matt with us, but they're trying to save up for an apartment so they'll probably be responsible and stay in NYC. Claudia is jumping up and down in anticipation and I'm getting pretty excited, too.
For Christmas / New Year's we'll be in Brazil - it's been at least two years since we were there for the holidays and we're definitely due to spend them with her family (I can't for the life of me remember what we did last Xmas - I think we stayed in NYC but it's all blurry - hey, I suppose I can check my blog later and find out!). We'll be in Rio / SP for Xmas, then head up to Joao Pessoa for the New Years - another break of nothing but beach and beer - man, life is good!
--Nate
Wednesday, September 19, 2007
I have seen the light! Now what?
Well, the big project finally finished. In the interest of not drawing any attention to myself or the company for which I work, I won't get into details. Suffice it to say that I worked harder than I ever have in my life, and if not for the fact that I barely got to see my wife, or the beautiful NYC summer, I would have loved it. As it is, I enjoyed it.
So now what? We've basically gotten everything out the door and we're going through some validation. I will probably go to LA sometime later in the month to do a formal handoff of the SysAdmin duties and say goodbye to all the people I've met and worked with, and after that I'm pretty much done w/ it. I'm also assisting another team with another thing, but that's more of a 40-50% time job, so overall life is looking pretty good.
I had a meeting with HR yesterday, and they said they'll be presenting me with a few options in a week or so. We'll see what the future holds!
--Nate
So now what? We've basically gotten everything out the door and we're going through some validation. I will probably go to LA sometime later in the month to do a formal handoff of the SysAdmin duties and say goodbye to all the people I've met and worked with, and after that I'm pretty much done w/ it. I'm also assisting another team with another thing, but that's more of a 40-50% time job, so overall life is looking pretty good.
I had a meeting with HR yesterday, and they said they'll be presenting me with a few options in a week or so. We'll see what the future holds!
--Nate
Tuesday, August 28, 2007
rude people and life lately
This morning was like almost every other morning - I hit the snooze button on my alarm for about an hour (when will I learn? Either wake up or set your alarm for an hour later - sleeping in a 9-minute cycle benefits nobody!), showered, got on the subway, and went to the Starbucks for my wakeup. The Starbucks right by my work is pretty good - they know their client base is working fools like me who need a wakeup and not hipsters who want to hang out, so it's efficient. Even so, the line can sometimes get really long, and as an additional speedup measure they will occasionally ask you what you want while you're still about 6 people away from the register - they get started on the drink, you pay, you pick up the drink, you leave - everyone's happy.
So, this morning was busy - I'm still waking up, I've got my mp3 player going full blast and I'm reaching for it to turn it off. I see a Starbucks employee talk to a woman, then she casually wanders off to the pickup area (in the opposite direction from the registers).
I thought to myself "did she just do what I thought she just did?" Meaning, did she just ask for her drink, then walk to pick it up without paying for it? She was really attractive and very well dressed - she didn't look like she couldn't afford a cup of coffee. I really wanted to yell at her and make a scene, but I just wasn't _completely_ sure that she had just done what I thought she had done. She picked up her coffee drink and walked off like nothing was the matter.
I suppose that some people would have made a scene anyway - after all, I'm pretty sure, just not 100% sure. Maybe I would have under different circumstances, but two times in recent memory, someone has made a scene about my doing something that I didn't do (and I'm not counting the American Airlines horror story). A few months ago at the gym a woman misinterpreted the timer on my cardio machine and told me I had to get off - I told her I'd get off when my time was up and then her boyfriend started yelling at me. I quickly told him my time was up and ignored him afterwardf - he kept yelling until the woman next to me started screaming at him about she had only been there twenty minutes and I started after her, and eventually the guy shut up.
Recently at the Oakland airport, I was in line for the security check - at some point the line forked into two lines (to show boarding pass and ID, not for the X-ray machine), with one line having about 10 people in it and the other one empty. I opted for the empty line, and later on a woman tapped me and started yelling about how rude I was to cut in front of people. Her husband (or whatever he was) spent the entire time apologizing for her. Boy, did I feel for that guy, but I don't know how he hasn't learned the important lesson by now: when your S.O. makes a scene, you always have her back, even when she's wrong.
But I digress - the point being that I won't make a scene unless I'm 100% sure that the person has done wrong, and I wasn't 100% sure. But you can bet that if I see that woman at Starbuck's again I'll be watching her like a hawk.
So, news in our lives - I've been working like crazy but the light is there at the end of the tunnel. Clau's been traveling for her job a lot, and unfortunately her travel started right after mine finished, so we haven't been able to spend much time together. She just got back from Memphis last Thursday and had her impacted wisdom tooth taken out on Friday, so we spent the entire weekend being painfully bored in the apartment. Last weekend also happened to be the first really beautiful weekend weather-wise in a long time, and we were shuttered in the apartment. Hopefully she'll be up and running by next weekend and we can have some fun.
In work news, I've been poking at a whole bunch of things - my bosses recently put me on a task to take a tab-delimited text file, a csv, and a series of XML files and do some tasks with the information therein. Obviously this is a job for Perl, and it pains me how much my skills have deteriorated. I was never a l33t Perl hacker but my current lack of ability makes me sad. Hopefully this task will sharpen me up a bit.
Also, the new company I've been helping out will soon have a name - I can't say I'm crazy about it, but in the words of the folks who gave me the name "it grows on you". It has yet to grow on me but time will tell. Soon enough I'll be able to talk about what I'm working on, which will also be nice...
--Nate
So, this morning was busy - I'm still waking up, I've got my mp3 player going full blast and I'm reaching for it to turn it off. I see a Starbucks employee talk to a woman, then she casually wanders off to the pickup area (in the opposite direction from the registers).
I thought to myself "did she just do what I thought she just did?" Meaning, did she just ask for her drink, then walk to pick it up without paying for it? She was really attractive and very well dressed - she didn't look like she couldn't afford a cup of coffee. I really wanted to yell at her and make a scene, but I just wasn't _completely_ sure that she had just done what I thought she had done. She picked up her coffee drink and walked off like nothing was the matter.
I suppose that some people would have made a scene anyway - after all, I'm pretty sure, just not 100% sure. Maybe I would have under different circumstances, but two times in recent memory, someone has made a scene about my doing something that I didn't do (and I'm not counting the American Airlines horror story). A few months ago at the gym a woman misinterpreted the timer on my cardio machine and told me I had to get off - I told her I'd get off when my time was up and then her boyfriend started yelling at me. I quickly told him my time was up and ignored him afterwardf - he kept yelling until the woman next to me started screaming at him about she had only been there twenty minutes and I started after her, and eventually the guy shut up.
Recently at the Oakland airport, I was in line for the security check - at some point the line forked into two lines (to show boarding pass and ID, not for the X-ray machine), with one line having about 10 people in it and the other one empty. I opted for the empty line, and later on a woman tapped me and started yelling about how rude I was to cut in front of people. Her husband (or whatever he was) spent the entire time apologizing for her. Boy, did I feel for that guy, but I don't know how he hasn't learned the important lesson by now: when your S.O. makes a scene, you always have her back, even when she's wrong.
But I digress - the point being that I won't make a scene unless I'm 100% sure that the person has done wrong, and I wasn't 100% sure. But you can bet that if I see that woman at Starbuck's again I'll be watching her like a hawk.
So, news in our lives - I've been working like crazy but the light is there at the end of the tunnel. Clau's been traveling for her job a lot, and unfortunately her travel started right after mine finished, so we haven't been able to spend much time together. She just got back from Memphis last Thursday and had her impacted wisdom tooth taken out on Friday, so we spent the entire weekend being painfully bored in the apartment. Last weekend also happened to be the first really beautiful weekend weather-wise in a long time, and we were shuttered in the apartment. Hopefully she'll be up and running by next weekend and we can have some fun.
In work news, I've been poking at a whole bunch of things - my bosses recently put me on a task to take a tab-delimited text file, a csv, and a series of XML files and do some tasks with the information therein. Obviously this is a job for Perl, and it pains me how much my skills have deteriorated. I was never a l33t Perl hacker but my current lack of ability makes me sad. Hopefully this task will sharpen me up a bit.
Also, the new company I've been helping out will soon have a name - I can't say I'm crazy about it, but in the words of the folks who gave me the name "it grows on you". It has yet to grow on me but time will tell. Soon enough I'll be able to talk about what I'm working on, which will also be nice...
--Nate
Thursday, August 16, 2007
Books
It's been a good week for books - read the last Harry Potter book, and I have pretty much the same opinion as everyone else - I really liked it but I thought the ending was a cop-out.
Just finished a book called the Kite Runner last night. That is one fucked-up story, but it's beautifully written; I'm really looking forward to reading his next one.
Work is, as usual, very busy, but I can see the light at the far end of the tunnel...
Just finished a book called the Kite Runner last night. That is one fucked-up story, but it's beautifully written; I'm really looking forward to reading his next one.
Work is, as usual, very busy, but I can see the light at the far end of the tunnel...
Monday, August 13, 2007
The vi editor
Matt's getting into using the vi editor and it got me reminiscing. Honestly it's my unix editor of choice. Back in the good old days of QAD I had to work on every mainstream Unix flavor, and vi was the one editor that would be installed on all of them. Even now that I only tend to work on Linux it remains my editor of choice. And I have confidence that if I ever have to dig into an ancient HP-UX system I'll know exactly how to edit stuff. It's also handy if you have to work on a very strange keyboard, since you can do everything with only the a-z keys (plus escape).
Besides being ubiuitous, vi is so feature-packed that I doubt that any single person knows every single feature. I'm still learning stuff by watching colleagues - they'll do something cool and then I'll ask "whoa - how did you do that?'. A couple of fun examples:
1) substitution - just like sed - something like ':s/foo/bar' will replace the first instance of 'foo' on the current line with 'bar'. ':/foo/bar/g' will replace all instances on the current line, and ':%s/foo/bar/g' will replace within the whole file.
2) You can break into a shell w/ vi and do cool stuff with it - so for example if you are writing a message and want to give your network info, just do ':r !ifconfig' or ':r !ipconfig' if you're in windows. Voila, the output appears. Awesome. Note: the shell ability is just one reason why vi should _not_ be a sudo command - it's far too powerful in the wrong hands.
3) The period - repeats the last thing you did. Handy if I'm commenting two or three lines.
4) All kinds of little features - for example, the tilde will change the case of the highlighted character from upper to lower and vice-versa. Handy if you realize you mistyped the variable or were typing head-down with the caps lock on.
I've been using the vi editor for about 10 years now (wow!) and I'm still basically using the same functionality it's had the whole time - I'm not even getting into anything fancy yet, and at this rate I never will.
--Nate
Besides being ubiuitous, vi is so feature-packed that I doubt that any single person knows every single feature. I'm still learning stuff by watching colleagues - they'll do something cool and then I'll ask "whoa - how did you do that?'. A couple of fun examples:
1) substitution - just like sed - something like ':s/foo/bar' will replace the first instance of 'foo' on the current line with 'bar'. ':/foo/bar/g' will replace all instances on the current line, and ':%s/foo/bar/g' will replace within the whole file.
2) You can break into a shell w/ vi and do cool stuff with it - so for example if you are writing a message and want to give your network info, just do ':r !ifconfig' or ':r !ipconfig' if you're in windows. Voila, the output appears. Awesome. Note: the shell ability is just one reason why vi should _not_ be a sudo command - it's far too powerful in the wrong hands.
3) The period - repeats the last thing you did. Handy if I'm commenting two or three lines.
4) All kinds of little features - for example, the tilde will change the case of the highlighted character from upper to lower and vice-versa. Handy if you realize you mistyped the variable or were typing head-down with the caps lock on.
I've been using the vi editor for about 10 years now (wow!) and I'm still basically using the same functionality it's had the whole time - I'm not even getting into anything fancy yet, and at this rate I never will.
--Nate
Friday, July 20, 2007
Huzzah! (almost)
The new CEO of Company_C (the child company of my employer and a similar company) made some major org changes - the good news is that:
1) My scope of official responsibility has shrunk dramatically, and
2) I get to go back to NYC!
I had already made plans to visit my folks this weekend so I'm going to carry through with it, plus I'd like to see the data center project done before I go. But, as soon as the D.C. is finished, I'm getting on the next plane home. Clau and I are very happy.
Building the D.C. has been incredibly hard, stressful, confusing, and awesome. Yesterday was about the most fun I've had since I joined Company_B; it was an absolute nuthouse and I felt like a general (well, maybe a colonel) giving orders and making the whole thing go smoothly. I wouldn't necessarily want to do it again but it's been a blast - if I hadn't had all kinds of other stuff bogging me down then I probably would have loved it.
However, it's like a lot of other things - doing it once was a fantastic experience, but I wouldn't want to make a career out of it. Fortunately the guy who was heading up the D.C. part is about the best hardware / D.C. guy I've ever seen - if I was a colonel, then he was the general. Furthermore, even he was impressed with what we've accomplished in a very short time.
So, overall that's good news - got the D.C. hoisted, and I get to go home when it's done (and catch up on the work for my new role in the project). However, since my workload will probably shrink to a more manageable level, I might actually get to enjoy the rest of the summer. Callooh! Callay!
1) My scope of official responsibility has shrunk dramatically, and
2) I get to go back to NYC!
I had already made plans to visit my folks this weekend so I'm going to carry through with it, plus I'd like to see the data center project done before I go. But, as soon as the D.C. is finished, I'm getting on the next plane home. Clau and I are very happy.
Building the D.C. has been incredibly hard, stressful, confusing, and awesome. Yesterday was about the most fun I've had since I joined Company_B; it was an absolute nuthouse and I felt like a general (well, maybe a colonel) giving orders and making the whole thing go smoothly. I wouldn't necessarily want to do it again but it's been a blast - if I hadn't had all kinds of other stuff bogging me down then I probably would have loved it.
However, it's like a lot of other things - doing it once was a fantastic experience, but I wouldn't want to make a career out of it. Fortunately the guy who was heading up the D.C. part is about the best hardware / D.C. guy I've ever seen - if I was a colonel, then he was the general. Furthermore, even he was impressed with what we've accomplished in a very short time.
So, overall that's good news - got the D.C. hoisted, and I get to go home when it's done (and catch up on the work for my new role in the project). However, since my workload will probably shrink to a more manageable level, I might actually get to enjoy the rest of the summer. Callooh! Callay!
Tuesday, July 17, 2007
No time!
Wow life is busy right now. In LA last week, spent the weekend in NYC, back in LA today, off to Oakland to visit the family next weekend, then back to LA, then back to NYC, then maybe back to LA - but hopefully not.
The snowball is definitely picking up speed - I shudder to think of what life will be like in a month...
--Nate
The snowball is definitely picking up speed - I shudder to think of what life will be like in a month...
--Nate
Friday, July 06, 2007
The hammer has dropped
Oh my sweet lord am I busy. I'm so wiped out that I can't even focus anymore. There's an endless stream of crap that's gotta get done, a hard immovable launch date, and bosses all the way to the top with no sympathy for my wanting to have a life (at least not for the next few months). Ill probably end up spending 50% of the next few months in L.A. until it's done, and the amount of crap to crank out is just getting ridiculous. Thankfully everyone's really sharp and assiduous, so at least I'm definitely not carrying all the weight - if anything I'm pulling everyone else down - definitely a different feeling for me.
I heard that one of my old coworkers from Company_A is leaving. I'm happy for him that he's moving along in the world, but I feel bad for Company_A. In retrospect they weren't all _that_ bad, and the only thing that was really reprehensible was making me pick up and finish the search project while my little brother was in town.
So, unless I win the lottery, I'm going to be a slave for the next couple of months. After we launch in late Sept I'll be able to have a life again.
Incidentally, it's all JetBlue from now on. Although theoretically with the amount of cross-country flying I'll be doing, I could end up with an impressive number of American miles...but it's not worth it.
I heard that one of my old coworkers from Company_A is leaving. I'm happy for him that he's moving along in the world, but I feel bad for Company_A. In retrospect they weren't all _that_ bad, and the only thing that was really reprehensible was making me pick up and finish the search project while my little brother was in town.
So, unless I win the lottery, I'm going to be a slave for the next couple of months. After we launch in late Sept I'll be able to have a life again.
Incidentally, it's all JetBlue from now on. Although theoretically with the amount of cross-country flying I'll be doing, I could end up with an impressive number of American miles...but it's not worth it.
Thursday, June 28, 2007
Cozumel write-up and my new old addiction
I was doing so good - I was on the wagon for about 4 years, but I saw the Starcraft 2 demo and something inside me just snapped. I've now commandeered my wife's laptop and I've been playing SC in bed until the wee hours after she goes to sleep. I have to go to a party for work tonight and I'm trying to think of ways to tastefully blow it off so I can have more Starcraft time. I need help.
That's why I never even installed W.O.W. I know my weakness and I'd rather have a life.
Incidentally, the Cozumel trip was awesome - we went diving most days and one night. I can really see the appeal. We saw corals, tons of cool tropical fish, big sea turtles, eels, giant lobsters and crabs (the crabs gave me the heebie-jeebies - man they were big!), and photoplankton that lights up when you agitate it (so cool!). I thought I would have problems w/ my sinuses but everything was hunky-dory the whole time. We found some good spots for fresh fish and consumed a ton of alcohol. On the day of our night dive we rented scooters and drove around the island. Claudia's determined to move there and open a tequila bar. As my dad said, "I can't image a more fun way to go broke than opening a tequila bar in Mexico."
We also had a great time w/ Sam and Matt. They're a pleasure to travel with - when they're sick of us or want time by themselves, they just say so - Clau and I are happy to go it alone as well, so nobody's feelings get hurt and we don't get too sick of each other. There was a lot of pool and beach time with booze - I complained way too much about the AA experience (it's out of my system now, especially after reading this), but overall I think we all had a great time. Plus Claudia speaks Spanish so we didn't get too lost or screwed.
Work is very busy - I'll give details when I can. Suffice it to say, however, that things went from a standstill to full throttle very quickly, so don't be offended if I'm not corresponding much.
That's why I never even installed W.O.W. I know my weakness and I'd rather have a life.
Incidentally, the Cozumel trip was awesome - we went diving most days and one night. I can really see the appeal. We saw corals, tons of cool tropical fish, big sea turtles, eels, giant lobsters and crabs (the crabs gave me the heebie-jeebies - man they were big!), and photoplankton that lights up when you agitate it (so cool!). I thought I would have problems w/ my sinuses but everything was hunky-dory the whole time. We found some good spots for fresh fish and consumed a ton of alcohol. On the day of our night dive we rented scooters and drove around the island. Claudia's determined to move there and open a tequila bar. As my dad said, "I can't image a more fun way to go broke than opening a tequila bar in Mexico."
We also had a great time w/ Sam and Matt. They're a pleasure to travel with - when they're sick of us or want time by themselves, they just say so - Clau and I are happy to go it alone as well, so nobody's feelings get hurt and we don't get too sick of each other. There was a lot of pool and beach time with booze - I complained way too much about the AA experience (it's out of my system now, especially after reading this), but overall I think we all had a great time. Plus Claudia speaks Spanish so we didn't get too lost or screwed.
Work is very busy - I'll give details when I can. Suffice it to say, however, that things went from a standstill to full throttle very quickly, so don't be offended if I'm not corresponding much.
Thursday, June 14, 2007
AA final reply
Got the final reply from American Airlines - another form letter. However, to their credit, this time I got the "we're so sorry that you were unhappy with our customer service and we'll try to do better next time" form letter as opposed to the "bad weather is a damn shame and you're SOL" form letter. I'll spare everyone the posting of it.
Apparantly, there's no form letter for "we're sorry our system / personnel screwed up your reservation", so that has still yet to be mentioned, even in passing. My guess is that they think I'm lying. Oh well, fuck 'em.
I've officially given up. American is no longer my preferred airline, it's now just another option when JetBlue isn't available. Now I just need to figure out how to reduce my need to fly around and I'll be set.
--Nate
Apparantly, there's no form letter for "we're sorry our system / personnel screwed up your reservation", so that has still yet to be mentioned, even in passing. My guess is that they think I'm lying. Oh well, fuck 'em.
I've officially given up. American is no longer my preferred airline, it's now just another option when JetBlue isn't available. Now I just need to figure out how to reduce my need to fly around and I'll be set.
--Nate
Wednesday, June 13, 2007
Cute + funny
I find lolcats to be a guilty pleasure. What creeps me out a little is how it seems to be popular among the geeks, even going so far as to inspire the lolcode and various interpreters.
This image amused me much, found it at icanhascheezburger.com. Again, the high number of ratings on it surprised me, since the joke's pretty geeky...
--Nate
This image amused me much, found it at icanhascheezburger.com. Again, the high number of ratings on it surprised me, since the joke's pretty geeky...
--Nate
Monday, June 11, 2007
Giving it one last shot
I discussed this ad nauseum with Matt and Sam in Cozumel (more about that later!), Matt suggested I take a slightly different tactic for my next reply, if I chose to do so. I'm giving it one more shot, really just because I want to see if a human is going to read it.
Incidentally, we flew AA to Cozumel, and to be honest it wasn't that great. They're kinda going the same direction as everyone else (i.e. downward), and since JetBlue has recently added JFK to Burbank flights, I'll probably go that direction until JB burns me, too. After which I will probably refuse to fly until the anger wears off.
Anyway, here's the final installment. Incidentally, my dad said he would bet me $100 that my reply will in fact include the phrase "bad weather". Since I am not a fool, I did not take the bet.
I've already filed a complaint about this, which was assigned file number I2007/06-02104-00008-001. The response I received indicated a bit of a misunderstanding. I will write this one clarification and then I will leave this issue alone:
My complaint was unrelated to my flight being canceled on account of bad weather. I understand that you do not control the weather, nor is it your responsibility to "make it up" to customers inconvenienced by bad weather. In the event of bad weather, I agree with the decision to delay or cancel flights in the interest of safety, inconvenient though it may be for everyone. My complaint is with my receiving a confirmation on another flight, then, due to a glitch or human error (by the phone representative's own admission), losing my booking on that flight. My complaint is also with the poor treatment I received from your ticketing agent and particularly the supervisor, Stephanie Mateus, at the SFO check-in counter. I also wished to praise the AA phone reservation agents with whom I spoke. Assuming that your system has any log of my calls to them, please pass my gratitude on to them.
If you do deign to reply to this, please do not include the phrase "bad weather"; we are all in agreement as to AA's responsibilities WRT bad weather.
Again, you can read the whole, unadulterated story at http://staunchtech.blogspot.com/2007/06/customer-relations-letter-to-american.html if anything is unclear.
Sincerely,
Nate XXXXXXX
Incidentally, we flew AA to Cozumel, and to be honest it wasn't that great. They're kinda going the same direction as everyone else (i.e. downward), and since JetBlue has recently added JFK to Burbank flights, I'll probably go that direction until JB burns me, too. After which I will probably refuse to fly until the anger wears off.
Anyway, here's the final installment. Incidentally, my dad said he would bet me $100 that my reply will in fact include the phrase "bad weather". Since I am not a fool, I did not take the bet.
I've already filed a complaint about this, which was assigned file number I2007/06-02104-00008-001. The response I received indicated a bit of a misunderstanding. I will write this one clarification and then I will leave this issue alone:
My complaint was unrelated to my flight being canceled on account of bad weather. I understand that you do not control the weather, nor is it your responsibility to "make it up" to customers inconvenienced by bad weather. In the event of bad weather, I agree with the decision to delay or cancel flights in the interest of safety, inconvenient though it may be for everyone. My complaint is with my receiving a confirmation on another flight, then, due to a glitch or human error (by the phone representative's own admission), losing my booking on that flight. My complaint is also with the poor treatment I received from your ticketing agent and particularly the supervisor, Stephanie Mateus, at the SFO check-in counter. I also wished to praise the AA phone reservation agents with whom I spoke. Assuming that your system has any log of my calls to them, please pass my gratitude on to them.
If you do deign to reply to this, please do not include the phrase "bad weather"; we are all in agreement as to AA's responsibilities WRT bad weather.
Again, you can read the whole, unadulterated story at http://staunchtech.blogspot.com/2007/06/customer-relations-letter-to-american.html if anything is unclear.
Sincerely,
Nate XXXXXXX
AA responds!
Can you feel the love? More importantly, can you tell what's wrong with the response?
June 8, 2007
Dear Mr. XXXXXXX:
Thank you for contacting American Airlines Customer Relations.
You trusted us with your valuable time on June 1 and you were understandably
disappointed when we didn't get you to New York as planned. There's clearly nothing
more frustrating for everyone -- customers and employees alike -- than having to
endure the difficulties associated with air travel when bad weather impacts our
flights. From the details you provided, it certainly sounds as if the circumstances
surrounding your flight were made even more frustrating by the lack of assistance you
received.
When bad weather happens, in the interest of safety, we don't have too many options to
get you to where you are going as planned. What we can do, however, is display a
friendly attitude to help make the situation a little less trying and I'm sorry we
didn't do so on this occasion. At the same time, we are glad that you took the time
to share the details of your experience. Your comments enable us to see things from
our customers' perspective and help us to improve.
Bad weather is not something we can overcome and the direct impact on our flight
schedules is unavoidable. Accordingly, it is not our policy to reimburse our
customers' out-of-pocket expenses, make up for lost time, or offer compensation when
we don't operate our flights as planned. I am sorry. Nevertheless, you have my
assurance that we will continue to focus on the on time departure of our flights and
our customer service standards.
Mr. Aiman Smith, we are eager for another chance to serve you -- we will do our very
best to get you to your destination as scheduled and provide you with the kind of
service you deserve.
This is an "outgoing only" email address. If you 'reply' to this message by simply
selecting the reply button, we will not receive your additional comments. Please
assist us in providing you with a timely response to any feedback you have for us by
always sending us your email messages via AA.com at
http://www.aa.com/customerrelations .
Sincerely,
Robin M. Smith
Customer Relations
American Airlines
June 8, 2007
Dear Mr. XXXXXXX:
Thank you for contacting American Airlines Customer Relations.
You trusted us with your valuable time on June 1 and you were understandably
disappointed when we didn't get you to New York as planned. There's clearly nothing
more frustrating for everyone -- customers and employees alike -- than having to
endure the difficulties associated with air travel when bad weather impacts our
flights. From the details you provided, it certainly sounds as if the circumstances
surrounding your flight were made even more frustrating by the lack of assistance you
received.
When bad weather happens, in the interest of safety, we don't have too many options to
get you to where you are going as planned. What we can do, however, is display a
friendly attitude to help make the situation a little less trying and I'm sorry we
didn't do so on this occasion. At the same time, we are glad that you took the time
to share the details of your experience. Your comments enable us to see things from
our customers' perspective and help us to improve.
Bad weather is not something we can overcome and the direct impact on our flight
schedules is unavoidable. Accordingly, it is not our policy to reimburse our
customers' out-of-pocket expenses, make up for lost time, or offer compensation when
we don't operate our flights as planned. I am sorry. Nevertheless, you have my
assurance that we will continue to focus on the on time departure of our flights and
our customer service standards.
Mr. Aiman Smith, we are eager for another chance to serve you -- we will do our very
best to get you to your destination as scheduled and provide you with the kind of
service you deserve.
This is an "outgoing only" email address. If you 'reply' to this message by simply
selecting the reply button, we will not receive your additional comments. Please
assist us in providing you with a timely response to any feedback you have for us by
always sending us your email messages via AA.com at
http://www.aa.com/customerrela
Sincerely,
Robin M. Smith
Customer Relations
American Airlines
Saturday, June 02, 2007
Customer relations letter to American Airlines
Since the AA customer relations form only accepts a limited number of characters, I figured I'd put the whole complaint here. Spread the word.
Dear sir or madam,
First off, let me apologize if this narrative is overly detailed. I want to make sure I don't miss anything. I wrote the bulk of this letter in the Atlanta airport while the incident was still fresh in my mind.
I live in New York, and I had to go to a California on business during the week of May 28-June 1. Unfortunately, June 1 is my fifth wedding anniversary, and my presence was required in San Francisco to present at a conference. My wife was understandably unhappy about it, but I promised her that I would be there when she woke up the next morning, and we could celebrate the day after our anniversary. I booked flight AA 18 for May 31. My flights into and within California were fine, and I worked like crazy for that week with almost no sleep.
On the night of May 31, I received a telephone call from an AA rep informing me that due to a weather warning in New York, my flight had been cancelled. She offered to book me on the 8am flight from SFO. I explained the anniversary situation and begged her to find me a way to get home the next morning, and after a lot of searching around (she was very helpful) she booked me on flight AA 150 to Boston (it was already delayed and scheduled to depart at midnight), and then another flight from Boston to LaGuardia. I wasn’t happy, but there was nothing I could do, and at least American had taken the initiative to have a real live agent call me, rather than letting me discover for myself at the airport that the flight had been cancelled. I went out for a final dinner and drinks with some coworkers to celebrate a job well done. The service in the restaurant was so poor that after an hour in the restaurant we still had no food, so my dinner ended up being two cocktails. Lack of food, lack of sleep, and two drinks made for a very tired customer stumbling into SFO. I arrived at about 10pm (we planned for traffic and there was none), and figured that since I had two hours and no checked baggage, I could at least eat something in the airport.
Now, here’s where the tale goes downhill. I checked in at the self-service kiosk, and as I was leaving to meet a coworker for a quick bite at the Delta terminal, I noticed that my boarding pass was for AA 16 the next day, arriving at about 8pm. Uh-oh.
I called the AA reservations number and gave the agent my AAdvantage number. She looked it up and told me that I was in fact confirmed for AA 150 to Boston that night, and was just as confused as I was. After some more checking, she found an anomaly in which my name in the reservation was appearing as a completely different name (but with my AAdvantage number). She told me that, sadly, I would have to wait in the line to talk to an AA agent, and she advised me that if the agent at the counter was unable to help, I should request to speak with the manager on duty. Unfortunately, she said, there was nothing that she could do, but since it was obviously an error on AA’s part, the agent at the counter would be extra motivated to help me out.
The line was quite long and it took about 30-40 minutes to finally speak with an agent. I started explaining my dilemma, and he told me that I was booked on flight AA16 (the direct flight the next day), and that there was no record of any calls, conversations, or reservations made after my original flight had been cancelled. Per the very nice phone agent’s instructions, I asked to speak with the manager on duty.
The acting manager came over (her name was Stephanie Mateus) and confirmed the agent’s story. I asked if there was another place where she might find records of my confirmation on flight AA 150, and she said that there was no indication in the system that I had ever called or that any reservations had been made, although she said she believed my story. She said that there were a lot of people who were displaced by the cancellation, there were only three flights of any destination left that night out of SFO, and I could try to go standby on any of them, but my odds were pretty low given the situation. I begged, I pleaded, she said that every seat was taken on every flight and then some. She said I simply had no other options and there was nothing she could do. Remembering that my coworker’s flight was still active, I asked if she could get me on the Delta flight to New York. The ticket agent called Delta and the New York flight was full, but Delta still had ample room on an upcoming flight to Atlanta. The agent got me on the flight to Atlanta and then a seat on flight AA 2370. It was almost three hours in Atlanta, but it was certainly better than the previously offered alternatives.
I thanked the agent and the manager and the agent printed my receipt to show at the Delta counter, along with a boarding pass for flight AA 2370. Considering how tired I was, I didn’t even want to imagine how I was going to feel when I finally arrived in New York. It occurred to me to ask Stephanie for an upgrade on flight AA 2370, in hopes that I might be able to actually get an hour or two of sleep (I’m a relatively tall guy, and sleeping in economy class is near-impossible). She said that the cancellation of the flight was due to weather, and AA’s policy was to not give upgrades for weather-related incidents. I pointed out the extra trouble I had with my disappearing confirmation for flight AA 150, and she repeated that there was no record of that (translation: as far as she’s concerned, it didn’t happen). At this point I got exasperated and said “just so we’re clear, by ‘it’s not our policy’, do you mean that you cannot do it, or that you – Stephanie – are refusing to do it?’? After a lot of “it’s the policy”, she said “yes, I could upgrade you, but I’m not going to, because then we would have to do it for everyone”. I said “fine”, not in a nice tone, and the agent (who up to that point had been pretty nice, considering) said in a raised voice (so everyone could hear) “a flight was canceled! There are more than a hundred people in the same boat as you! If we gave you an upgrade, we’d have to give one to everyone! We’ve done all we can for you!”
Personally, I disagree with that statement, since I doubt that all passengers rescheduled and confirmed seats on flight AA 150 to Boston, only to have the confirmation disappear. However, it wasn’t worth arguing for the upgrade.
Truthfully, it wasn’t about the upgrade. I wanted to feel like somebody cared. I know that bad weather happens, but the whole situation with my disappearing flight confirmation (coupled with the implication by Stephanie that I was either lying or crazy) was, in my opinion, a very unfortunate incident that was either the result of a computer malfunction or human error on AA’s part. In light of this, I was willing to accept an upgrade on flight AA2370, in hopes that I might actually be able to get an hour or two of sleep before finally coming home to my patient and understanding wife, who will most definitely not still be sleeping when I arrive. I personally think that an upgrade would have been a convenient solution: it would have been of little or no cost to the airline, and would have at least done something to reduce my inconvenience and discomfort that was a result of AA’s error. Stephanie, however, stuck to the weather “policy”, and the agent saw fit to loudly make an example of me for anyone else in the line who might be looking to get a free upgrade.
So, to summarize my experience:
GOOD:
--Called me (twice! I actually had a voicemail from another AA agent who had called before – my phone didn’t ring for whatever reason) to let me know that the flight was canceled. Agent on the phone was very patient, especially considering that she probably had a big list of similar calls that she had to make.
--Got me onto a flight on another carrier when there were no viable AA options. Admittedly, this only happened after I thought of it and specifically requested it – Stephanie had already said there was simply nothing more she could do. But, in the end, AA did come through with a flight that was heading east and would get me to New York before the next evening.
BAD:
--Canceled the flight. Incidentally, there was no weather trouble in New York. According to my wife, not a single drop of rain fell on the city. Also, as anyone who lives in New York can tell you, weather prediction in NY beyond a window of about 30 minutes is extremely unreliable. However, I’m going to give AA the benefit of the doubt here, since I’m sure that canceling a flight is quite expensive and inconvenient for AA, and therefore not something that you do lightly. Also to AA’s credit it’s the first AA flight that I’ve ever had canceled on me.
--Lost my confirmation. Even more frustrating was the implication by Stephanie and the ticket agent that I was somehow at fault or lying.
--Wouldn’t give upgrade, based on “policy”, indicating that bad weather (and not AA’s mistake) was at fault for my situation.
--Yelled (well, that’s too strong a word – let’s say he used his “announcement voice”) at me that I was not better than anyone else who had their flight canceled, and it was unreasonable for me to ask for an upgrade (I thought that my situation was particularly unfortunate and unusual – I wasn’t asking for an upgrade on the basis that my flight had been canceled, but of course the “audience” didn’t know that). Needless to say, that was pretty embarrassing, and I recognized the look in everyone’s eyes (since I so often giving it to “squeaky wheel” customers myself). You know the look – the “what makes you think you’re better than me and you can waste the agent’s time by asking for special treatment?” look. This was, as my wife often says, “the cherry on the cake”. I want to reiterate that it was the ticket agent who added this final flourish to my horrible experience. I wish I could remember his name, but my exhausted brain only had room for one, and I decided that Stephanie’s name might be more helpful, since she’s probably the one who is supposed to instill and enforce customer service in the first place.
I really don’t know what to do about this. The only other time I’ve had a similar experience was once with Continental three years ago, and I have not flown on Continental since that happened. I haven’t missed it much, since I never really liked Continental, but I do like American. It’s the one airline that hasn’t crammed in so many rows that my knees are squished the entire flight (the Delta flight to Atlanta served as a great reminder of that). Basically, due to my height, my most comfortable options are usually American and Jetblue, and Jetblue doesn’t go to all the places I need to go. I want to remain a customer, but I want to feel like somebody cares. I want to be a customer of an airline for whom incidents like mine are unacceptable, and when there’s a genuine error on the airline’s part, that airline makes it up to the customer. I’m not a millionaire or a million-mile customer; I’m just a normal guy – I fly about 10-15 times per year to various destinations, mostly in the U.S. Where possible, I have tried to steer those 10-15 flights toward American Airlines – as an example, my wife and I are going a vacation to Cozumel this coming week in celebration of our anniversary, and we’re flying American.
I’m hoping you can find a way to make this up to me.
Sincerely,
Nate XXXXXXXXX
Dear sir or madam,
First off, let me apologize if this narrative is overly detailed. I want to make sure I don't miss anything. I wrote the bulk of this letter in the Atlanta airport while the incident was still fresh in my mind.
I live in New York, and I had to go to a California on business during the week of May 28-June 1. Unfortunately, June 1 is my fifth wedding anniversary, and my presence was required in San Francisco to present at a conference. My wife was understandably unhappy about it, but I promised her that I would be there when she woke up the next morning, and we could celebrate the day after our anniversary. I booked flight AA 18 for May 31. My flights into and within California were fine, and I worked like crazy for that week with almost no sleep.
On the night of May 31, I received a telephone call from an AA rep informing me that due to a weather warning in New York, my flight had been cancelled. She offered to book me on the 8am flight from SFO. I explained the anniversary situation and begged her to find me a way to get home the next morning, and after a lot of searching around (she was very helpful) she booked me on flight AA 150 to Boston (it was already delayed and scheduled to depart at midnight), and then another flight from Boston to LaGuardia. I wasn’t happy, but there was nothing I could do, and at least American had taken the initiative to have a real live agent call me, rather than letting me discover for myself at the airport that the flight had been cancelled. I went out for a final dinner and drinks with some coworkers to celebrate a job well done. The service in the restaurant was so poor that after an hour in the restaurant we still had no food, so my dinner ended up being two cocktails. Lack of food, lack of sleep, and two drinks made for a very tired customer stumbling into SFO. I arrived at about 10pm (we planned for traffic and there was none), and figured that since I had two hours and no checked baggage, I could at least eat something in the airport.
Now, here’s where the tale goes downhill. I checked in at the self-service kiosk, and as I was leaving to meet a coworker for a quick bite at the Delta terminal, I noticed that my boarding pass was for AA 16 the next day, arriving at about 8pm. Uh-oh.
I called the AA reservations number and gave the agent my AAdvantage number. She looked it up and told me that I was in fact confirmed for AA 150 to Boston that night, and was just as confused as I was. After some more checking, she found an anomaly in which my name in the reservation was appearing as a completely different name (but with my AAdvantage number). She told me that, sadly, I would have to wait in the line to talk to an AA agent, and she advised me that if the agent at the counter was unable to help, I should request to speak with the manager on duty. Unfortunately, she said, there was nothing that she could do, but since it was obviously an error on AA’s part, the agent at the counter would be extra motivated to help me out.
The line was quite long and it took about 30-40 minutes to finally speak with an agent. I started explaining my dilemma, and he told me that I was booked on flight AA16 (the direct flight the next day), and that there was no record of any calls, conversations, or reservations made after my original flight had been cancelled. Per the very nice phone agent’s instructions, I asked to speak with the manager on duty.
The acting manager came over (her name was Stephanie Mateus) and confirmed the agent’s story. I asked if there was another place where she might find records of my confirmation on flight AA 150, and she said that there was no indication in the system that I had ever called or that any reservations had been made, although she said she believed my story. She said that there were a lot of people who were displaced by the cancellation, there were only three flights of any destination left that night out of SFO, and I could try to go standby on any of them, but my odds were pretty low given the situation. I begged, I pleaded, she said that every seat was taken on every flight and then some. She said I simply had no other options and there was nothing she could do. Remembering that my coworker’s flight was still active, I asked if she could get me on the Delta flight to New York. The ticket agent called Delta and the New York flight was full, but Delta still had ample room on an upcoming flight to Atlanta. The agent got me on the flight to Atlanta and then a seat on flight AA 2370. It was almost three hours in Atlanta, but it was certainly better than the previously offered alternatives.
I thanked the agent and the manager and the agent printed my receipt to show at the Delta counter, along with a boarding pass for flight AA 2370. Considering how tired I was, I didn’t even want to imagine how I was going to feel when I finally arrived in New York. It occurred to me to ask Stephanie for an upgrade on flight AA 2370, in hopes that I might be able to actually get an hour or two of sleep (I’m a relatively tall guy, and sleeping in economy class is near-impossible). She said that the cancellation of the flight was due to weather, and AA’s policy was to not give upgrades for weather-related incidents. I pointed out the extra trouble I had with my disappearing confirmation for flight AA 150, and she repeated that there was no record of that (translation: as far as she’s concerned, it didn’t happen). At this point I got exasperated and said “just so we’re clear, by ‘it’s not our policy’, do you mean that you cannot do it, or that you – Stephanie – are refusing to do it?’? After a lot of “it’s the policy”, she said “yes, I could upgrade you, but I’m not going to, because then we would have to do it for everyone”. I said “fine”, not in a nice tone, and the agent (who up to that point had been pretty nice, considering) said in a raised voice (so everyone could hear) “a flight was canceled! There are more than a hundred people in the same boat as you! If we gave you an upgrade, we’d have to give one to everyone! We’ve done all we can for you!”
Personally, I disagree with that statement, since I doubt that all passengers rescheduled and confirmed seats on flight AA 150 to Boston, only to have the confirmation disappear. However, it wasn’t worth arguing for the upgrade.
Truthfully, it wasn’t about the upgrade. I wanted to feel like somebody cared. I know that bad weather happens, but the whole situation with my disappearing flight confirmation (coupled with the implication by Stephanie that I was either lying or crazy) was, in my opinion, a very unfortunate incident that was either the result of a computer malfunction or human error on AA’s part. In light of this, I was willing to accept an upgrade on flight AA2370, in hopes that I might actually be able to get an hour or two of sleep before finally coming home to my patient and understanding wife, who will most definitely not still be sleeping when I arrive. I personally think that an upgrade would have been a convenient solution: it would have been of little or no cost to the airline, and would have at least done something to reduce my inconvenience and discomfort that was a result of AA’s error. Stephanie, however, stuck to the weather “policy”, and the agent saw fit to loudly make an example of me for anyone else in the line who might be looking to get a free upgrade.
So, to summarize my experience:
GOOD:
--Called me (twice! I actually had a voicemail from another AA agent who had called before – my phone didn’t ring for whatever reason) to let me know that the flight was canceled. Agent on the phone was very patient, especially considering that she probably had a big list of similar calls that she had to make.
--Got me onto a flight on another carrier when there were no viable AA options. Admittedly, this only happened after I thought of it and specifically requested it – Stephanie had already said there was simply nothing more she could do. But, in the end, AA did come through with a flight that was heading east and would get me to New York before the next evening.
BAD:
--Canceled the flight. Incidentally, there was no weather trouble in New York. According to my wife, not a single drop of rain fell on the city. Also, as anyone who lives in New York can tell you, weather prediction in NY beyond a window of about 30 minutes is extremely unreliable. However, I’m going to give AA the benefit of the doubt here, since I’m sure that canceling a flight is quite expensive and inconvenient for AA, and therefore not something that you do lightly. Also to AA’s credit it’s the first AA flight that I’ve ever had canceled on me.
--Lost my confirmation. Even more frustrating was the implication by Stephanie and the ticket agent that I was somehow at fault or lying.
--Wouldn’t give upgrade, based on “policy”, indicating that bad weather (and not AA’s mistake) was at fault for my situation.
--Yelled (well, that’s too strong a word – let’s say he used his “announcement voice”) at me that I was not better than anyone else who had their flight canceled, and it was unreasonable for me to ask for an upgrade (I thought that my situation was particularly unfortunate and unusual – I wasn’t asking for an upgrade on the basis that my flight had been canceled, but of course the “audience” didn’t know that). Needless to say, that was pretty embarrassing, and I recognized the look in everyone’s eyes (since I so often giving it to “squeaky wheel” customers myself). You know the look – the “what makes you think you’re better than me and you can waste the agent’s time by asking for special treatment?” look. This was, as my wife often says, “the cherry on the cake”. I want to reiterate that it was the ticket agent who added this final flourish to my horrible experience. I wish I could remember his name, but my exhausted brain only had room for one, and I decided that Stephanie’s name might be more helpful, since she’s probably the one who is supposed to instill and enforce customer service in the first place.
I really don’t know what to do about this. The only other time I’ve had a similar experience was once with Continental three years ago, and I have not flown on Continental since that happened. I haven’t missed it much, since I never really liked Continental, but I do like American. It’s the one airline that hasn’t crammed in so many rows that my knees are squished the entire flight (the Delta flight to Atlanta served as a great reminder of that). Basically, due to my height, my most comfortable options are usually American and Jetblue, and Jetblue doesn’t go to all the places I need to go. I want to remain a customer, but I want to feel like somebody cares. I want to be a customer of an airline for whom incidents like mine are unacceptable, and when there’s a genuine error on the airline’s part, that airline makes it up to the customer. I’m not a millionaire or a million-mile customer; I’m just a normal guy – I fly about 10-15 times per year to various destinations, mostly in the U.S. Where possible, I have tried to steer those 10-15 flights toward American Airlines – as an example, my wife and I are going a vacation to Cozumel this coming week in celebration of our anniversary, and we’re flying American.
I’m hoping you can find a way to make this up to me.
Sincerely,
Nate XXXXXXXXX
Thursday, May 24, 2007
Starcraft 2!
I was such a Starcraft junkie back in the day - the folks at QAD were a bit Half-Life obsessed for a while, but we always came back to SC. Ah, the epic battles that were waged! I must have burned through a cumulative few months of time devoted just to playing Starcraft, and now finally after almost 10 years, Starcraft 2 is coming! Behold the developer demo and feel the first pangs of anticipation! I am so ready for this, I'm even thinking about dusting off my old SC CDs and installing it for my trip to CA, just to get back into the mood.
Wednesday, May 02, 2007
Subway stuff
My allergies have been killing me lately (honestly I had almost forgotten I had them, since it had been so long since I had weather-realted allergies), so I'm in a bit of a fog. Also, my commuting subway lines (the L and the 6) have been having random problems lately, which has caused me to take some routes I normally wouldn't take. Two things I've seen in the subway in the last 24 hours that struck me:
Yesterday afternoon I got sick of waiting for the L train at Union Square, so I figured I'd walk home from there. On my way out I saw this dude singing Ombra mai fu in the original range! I swear to God that guy sounded like a castrato - I've heard plenty of counter-tenors in my life, but that was something entirely different. I was absolutely blown away and disturbed - I wish that I had stayed longer (in my allergy-muddled mind I had the idea in my head that I had somewhere important to go). At least I should have recorded some of it on my phone, because it was absolutely ridiculous (and I mean that in the "awe-inspiring beyond conveyance" sense).
This morning, I walked down to the 14th St subway entrance (which I do if the weather's OK, it beats walking underground), then as soon as I walked in I completely got turned around and started walking back up underground. I walked past four police officers looking at a backpack that had been left on the ground. The backpack looked nice (i.e. almost new, not abused), it was pretty large and obviously full of something, and it was sitting in an area that, honestly, didn't look like a spot where someone would accidentally lose a backpack - it was just sort of in a random spot on the floor of the middle level (between the ground and the rails) of the subway station. So, if I were a cop, all of those things would be red flags for me. If it was, for example, a purse sitting on the bench at the actual subway level where people wait for the train, I wouldn't be as concerned. If it was a beat-to-hell backpack, I might have thought that someone just got tired of their backpack and threw it right there on the floor (and yes, New York is the kind of town where people just randomly decide "I don't want this anymore" and throw it on the ground, as if to commemorate the spot where they made the decision to finally get rid of the thing). However, if we're supposedly at a level of alertness where we randomly search people entering the subway (and yes, this is still going on, although not as often as before), then I would think that a like-new backpack in a random location in the subway would be considered a pretty significant threat. So, what did the police do? The same thing they would have done before all this terror business began - they cautiously opened it up and took a look inside. I noticed, however, that the cop was careful to put on his gloves before he opened the backpack.
I can't say I watched this for a long time, because 1) I didn't want to be noticed by the cops - if I were one of them, I would have been pretty on-edge at that point, and 2) I hate to admit this, but if there was a nasty surprise in the backpack, I didn't want to be too close to it. However, when I reached the end of the station, I realized that I had been going the wrong way and I had to go back. When I passed by the location again, two of the cops had wandered off, and the other two were walking to the exit with the backpack, so I guess there was nothing scary in it.
I find myself wondering if the NYPD's reaction is a good thing or a bad thing - in fact, I've been thinking about it all morning. What does this mean? I can only think of a few possibities:
Back to the first thing (the guy singing yesterday afternoon) - I'm going to start filming the really cool subway buskers, maybe I'll catch that guy again and get some footage.
Yesterday afternoon I got sick of waiting for the L train at Union Square, so I figured I'd walk home from there. On my way out I saw this dude singing Ombra mai fu in the original range! I swear to God that guy sounded like a castrato - I've heard plenty of counter-tenors in my life, but that was something entirely different. I was absolutely blown away and disturbed - I wish that I had stayed longer (in my allergy-muddled mind I had the idea in my head that I had somewhere important to go). At least I should have recorded some of it on my phone, because it was absolutely ridiculous (and I mean that in the "awe-inspiring beyond conveyance" sense).
This morning, I walked down to the 14th St subway entrance (which I do if the weather's OK, it beats walking underground), then as soon as I walked in I completely got turned around and started walking back up underground. I walked past four police officers looking at a backpack that had been left on the ground. The backpack looked nice (i.e. almost new, not abused), it was pretty large and obviously full of something, and it was sitting in an area that, honestly, didn't look like a spot where someone would accidentally lose a backpack - it was just sort of in a random spot on the floor of the middle level (between the ground and the rails) of the subway station. So, if I were a cop, all of those things would be red flags for me. If it was, for example, a purse sitting on the bench at the actual subway level where people wait for the train, I wouldn't be as concerned. If it was a beat-to-hell backpack, I might have thought that someone just got tired of their backpack and threw it right there on the floor (and yes, New York is the kind of town where people just randomly decide "I don't want this anymore" and throw it on the ground, as if to commemorate the spot where they made the decision to finally get rid of the thing). However, if we're supposedly at a level of alertness where we randomly search people entering the subway (and yes, this is still going on, although not as often as before), then I would think that a like-new backpack in a random location in the subway would be considered a pretty significant threat. So, what did the police do? The same thing they would have done before all this terror business began - they cautiously opened it up and took a look inside. I noticed, however, that the cop was careful to put on his gloves before he opened the backpack.
I can't say I watched this for a long time, because 1) I didn't want to be noticed by the cops - if I were one of them, I would have been pretty on-edge at that point, and 2) I hate to admit this, but if there was a nasty surprise in the backpack, I didn't want to be too close to it. However, when I reached the end of the station, I realized that I had been going the wrong way and I had to go back. When I passed by the location again, two of the cops had wandered off, and the other two were walking to the exit with the backpack, so I guess there was nothing scary in it.
I find myself wondering if the NYPD's reaction is a good thing or a bad thing - in fact, I've been thinking about it all morning. What does this mean? I can only think of a few possibities:
- These cops were just dumb and didn't realize that "new backpack, obviously relatively full, in a place where it's unlikely it was just misplaced there" should be some kind of red flag.
- Some precautions were already taken before I happened by the scene - perhaps a dog had been brought in to sniff it, or something like that, although I doubt it (since whatever or whoever had checked it before would probably still be around when they decided to open it).
- This one scares me - maybe the higher-ups in NYC law enforcement realize that this whole subway thing is no more than security theater, but it keeps people feeling that essential combination of scared and protected that's been so beneficial for everyone. Plus, I'm guessing that the NYPD is really using the subway searches to look for illegal immigrants and folks who just look "suspicious" in general, so maybe it's working for them, as opposed to actually checking for terrorists. Of course, I haven't seen any news or stats about the fruits of the subway searches, so maybe it's not really working out for them.
Back to the first thing (the guy singing yesterday afternoon) - I'm going to start filming the really cool subway buskers, maybe I'll catch that guy again and get some footage.
Tuesday, May 01, 2007
Bruce Schneier is my hero
This guy is so cool - I've always been interested in cryptography and security, and he's one of the biggest guys in the field. Check out his essays and op-eds here - anything you click on will be absolutely worth reading. He recently did an interview on Sirius with RU Sirius and he's just awesome. You can listen here (click on the mp3 link - Bruce's interview starts at about 10 minutes in) or read the transcript here. The guy's just frigging awesome - I feel about him like a neocon feels about Bill or Rush - everything he says is gospel, and if what he says is wrong, I don't wanna be right.
And if you want to know what to get me for my next occasion, consider this T-shirt.
And if you want to know what to get me for my next occasion, consider this T-shirt.
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